Incident management is a defined process for logging, recording and resolving incidents.The goal is to restore the service as quickly as possible.This is often through a workaround or temporary fix, rather than trying to find a permanent solution .Detecting the underlying cause and permanent solution is the responsibility of problem management. Incident management should ensure that all details are recorded, so if a permanent solution is needed, problem management is able to continue once a workaround has been implemented.
| Assign Roles and Responsibilities |
| Prepare users, Service Desk and Technical support staff |
| Decide how the service desk will pass incidents to technicians |
| Decide what documentation will be used for the process |
| Decide if a knowledge base will be used, create, test, Populate |
| Check and document whether workarounds are available |
| Decide how incident resolutions will be written up and recorded |
| Decide how to keep users updated during the incident lifecycle |
See how our Service desk aligns with key FITS requirements
For additional information visit the Becta Site on FITS